Method and apparatus for SLA profiling in process model implementation

Abstract

A method and system memory to store a logical process model defining a logically structured series of process activities in a process, and Service Level Agreement (SLA) profile information defining a pre-defined plurality of SLA profiles which are potentially applicable to respective process instances. Each SLA profile comprises at least one performance metric with respect to the process and / or at least one of the process activities. A rules engine queries case data with respect to a particular process instance, and automatically determines an applicable SLA profile based on the case data. The applicable SLA profile is then applied to the particular process instance, and may be altered during performance of the process instance in response to case data changes.

Description

TECHNICAL FIELD[0001]This patent document pertains generally to the application of service-level agreements (SLAs) to processes, and more particularly, but not by way of limitation, to methods and apparatuses for SLA profiling in process model implementation.BACKGROUND[0002]Managed processes, for example to deliver products or services, are sometimes subject to defined performance goals or SLAs that may define particular metrics, such as cost or time efficiency, which are to be satisfied in the performance of respective instances of the process.[0003]The management of processes subject to SLAs may be facilitated by process modeling or process mapping. A process model generally comprises structured information about at least the sequence and relationship of respective activities constituting a process or processes. Some process models may additionally define relationships of such process activities to other process elements or components, such as information technology (IT) systems, ...

AI Technical Summary

Benefits of technology

Enables dynamic adaptation of SLA profiles during process execution, ensuring that performance metrics are met and optimizing process efficiency by automatically updating SLA profiles based on changing conditions.

Problems solved by technology

In some embodiments, some case data variables may be limited to selection from a set of predetermined options.

However, business facts changes may, in some embodiments, not be automatically discoverable.

If, however, the SLA profile 332 is changed to the ft_profile by, e.g., six days after commencement of the process instance, the ft_profile overall performance metric of five days can no longer be met.

Images